A large service business was successfully generating revenue through its online service offerings. However, the business was missing out on offline revenue opportunities from big spending customers who required offline assistance.

To take advantage of this opportunity, the business needed to understand customer preferences and behaviours to build a matching operating model and a new offering for offline assistance.

By applying the right analytics into this customer segment, the business was able to identify the best times to schedule their sales agents on how to attend to the specific needs of these customers. By using analytics to tailor their operations and expanding their offering, the business grew revenues.